Standard Office Systems

BACKGROUND

Please describe your company and your position there.

I am the Executive Director of a multi-location pain management clinic.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Standard Office Systems?

Our company was quickly growing and we had outgrown our previous Managed IT Service vendor. We needed a vendor who could handle our IT needs. This included upgrading our computers, maintaining our networks , and more.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched online for MSP providers in our area and shortlisted 3. After interviewing them, we chose this vendor based on their service package and experience.

Describe the project in detail and walk through their service package.

They made sure that our IT infrastructure was transitioned without interruption to our business. That meant uninstalling everything from our old server and computers, purchasing new computers, and installing new Cisco network equipment.

How many resources from the vendor's team worked with you, and what were their positions?

Their CTO was our main point of contact for the move, but we now work with different IT specialist depending if we run into any issues.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They finished the transition ahead of schedule and everything was fully functional. Now that they're managing our network, there hasn't been any downtime and our internet speed is a lot faster than before. We also appreciate that they were able to work independently, which means we could focus on our core business.

How effective was the workflow between your team and theirs?

During the move, we had weekly Zoom calls with their CTO and coordinated by email. Now, we use their ticketing system to submit any requests. If we have any issues, they get back to us within 24 hours.

What did you find most impressive or unique about this company?

Having a managed service provider has saved us a lot of money. They are the most cost-effective full-time IT specialist in the office.

Are there any areas for improvement or something they could have done differently?

Sometimes their reports can be hard to understand, but they do their best to communicate technical ideas in an accessible way.

BACKGROUND

Introduce your business and what you do there.

I’m the accounting manager at ARC Medical, and I’ve been with them for more than 20 years. We’re a medical supply company that sells disposables to hospitals and surgery centers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Standard Office Systems?

We were having some problems with the person that handled our IT services. Whenever we had any IT problem, he had to come to the office to fix it, which caused a delay. Sometimes, we had entire week shutdowns because he would hold us up. That was really detrimental to our company — it was terrible. We decided to hire Standard Office Systems.

SOLUTION

What was the scope of their involvement?

Around three years ago, Standard Office Systems opened up IT services within their company, so we jumped on board with them for that. Our software and systems were already in place, so they just upgraded them. They’ve taken over our network infrastructure and improved it.

Standard Office Systems protects us from the dark web. They give us reports on how to keep our company safer and alert us whenever our employees sign into a website that they shouldn’t. Additionally, their team puts a lot of locks on our software to keep away anything dangerous.

What is the team composition?

For the IT aspect, we worked with around 2–3 people from Standard Office Systems. Right now, the person that has taken over and deals directly with us is Andre (Technical Account Manager). I also work constantly with an IT person from their team.

How did you come to work with Standard Office Systems?

Standard Office Systems has provided us with copier services since 1998. As time went on, the copier services upgraded, and they’ve been able to do other jobs, including digital tasks that they weren’t able to do years prior. Every year, they come in to show and give us the new services that they offer.

How much have you invested with them?

We spend $2,200 per month, which includes our copier services. In total, that’s $26,000 per year.

What is the status of this engagement?

We’ve worked with Standard Office Systems since 1998. However, the IT services started in January 2019, and we have an ongoing partnership.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Standard Office Systems is able to keep our company operating without any setbacks. They’re a huge protection element for our company.

We’re a small company that has only six employees. However, all the feedback from every single employee has been positive. Every time anyone has any encounters with Standard Office Systems, it’s a pleasant experience.

How did Standard Office Systems perform from a project management standpoint?

Standard Office Systems works on everything remotely. If they aren’t able to get something repaired within a couple of hours, they physically come out and do what they have to do to resolve the issue.

Their responsive levels are really phenomenal. We communicate through email and phone. Whenever we have an issue, we send them an email, and they get in touch with us within minutes to let us know that they’re on top of anything that we need.

Standard Office Systems never leaves anything unfinished. Sometimes they resolve the issues without even giving us a call. If something doesn’t get resolved by the end of the call, they leave the ticket open.

Standard Office Systems is way on top of the game. I’m very impressed with how they take care of everything so promptly.

What did you find most impressive about them?

The most impressive aspect of Standard Office Systems is their responsiveness and efficiency. They rescue us anytime there are any IT issues, which has been a saving grace for us.

Standard Office Systems’ services have been phenomenal, and their team is awesome. There’s no comparison at all with prior IT providers.

Are there any areas they could improve?

I can’t think of anything that Standard Office Systems could improve on. I’ve been so impressed with them, and everyone else is just as happy as I am.

Any advice for potential customers?

Have open communication and make sure everything is transparent. I highly recommend working with Standard Office Systems.

BACKGROUND

Please describe your company and your position there.

I'm am the owner of a architectural millwork company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Standard Office Systems?

Our company began implementing machinery that required IT Management. We were already clients of SOS on the business machine side and were very pleased with the service they provided us.

SOLUTION

How did you select Standard Office Systems and what were the deciding factors?

We were so pleased with the way they handled our office machine needs that it wasn't even a question about hiring them as our IT Support staff.

Describe the project in detail and walk through their service package.

SOS reconfigured our Servers and Office machines to work with our manufacturing equipment. They were on-site to integrate every step of our operation to ensure we did not lose valuable production time while the process was implemented.

How many resources from the Standard Office Systems team worked with you, and what were their positions?

Over the years we have worked with many technicians and have found them all to be most knowledgeable and very supportive. Depending on the issue at hand our needs are escalated very rapidly to a higher tier for service, if needed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Several years ago, my husband and I were out of the country on an extended vacation and it just so happened that we had a major equipment failure with our systems. SOS stepped in and made all the repairs, replaced equipment and kept us running, all without ever questioning or reaching out to us to secure up-front payment expenses.

They personally knew our team and chain of command and the importance of keeping our systems running so that we could manufacture our product. Without a close, personal working relationship with their clients, most companies would not have made that financial investment without guarantee of payment or a signed contract. SOS is not just a vendor to us, we consider them a valuable partner.

How effective was the workflow between your team and theirs?

The workflow between us is seamless. They're available by phone or a quick email to the team. In most cases, the issue is resolved immediately and if not, we are kept informed by a service ticket. Resolution is normally much less than 24 hours.

What did you find most impressive or unique about this company?

The level of service given to us as a small business with only 50 employees. They save us valuable time by quickly resolving issues that would otherwise take our team away from productive tasks.

Are there any areas for improvement or something they could have done differently?

Every experience we have had with SOS has been handled with excellence. My only regret is that I didn't come on board with their Managed It Service sooner!